Resumo

MARTINEZ ROBLES, Mariana Sabrina  e  ALMEIDA CARDONA, Rodrigo. Factors that influence customer satisfaction in shopping centers. Perspectivas [online]. 2023, n.51, pp.109-138.  Epub 31-Maio-2023. ISSN 1994-3733.

Today in the city of Cochabamba in Bolivia, shopping centers have a great increase in their commercial activities, for this reason, the present study is proposed with the objective of analyzing the factors that influence customer satisfaction in the main shopping centers. of the city of Cochabamba in Bolivia and in this way to know in depth the factors that affect the increase in their satisfaction.

Therefore, for the statistical analysis of the data, different techniques were applied, such as descriptive and exploratory statistics, univariate analysis, bivariate analysis, multivariate analysis through structural equations to 189 respondents within an age range between 16 to 37 years. .

All the mentioned techniques gave as results the factors that influence their satisfaction in shopping centers, in the same way the factor with the greatest influence and directly among the variables of the model applied for the study.

Palavras-chave : Satisfaction; Customer; Shopping centers; European index model JEL.

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